IT Customer Service Supervisor

The Information Technology Services supervisor reports to the Information Technology Services Manager. The primary functions for this position include supervising the Technical Assistance Center (TAC) team, assisting technology users, communicating with appropriate staff, developing efficient and effective IT services procedures, and measuring IT services effectiveness.

Responsibilities

• Serve as the technical lead for the Technical Assistance Center team.

• Train, monitor and mentor the Technical Assistance Center team to maintain proficiency on current/future supported technologies within the college.

• Coordinate Technical Assistance Center team coverage and communications.

• Manage workflow and provide escalation support.

• Correspond with customers and technicians regarding the status of IT Service calls.

• Assist the IT Services manager to develop, monitor and maintain efficient service procedures.

• Train other IT teams on IT Services procedures and ITIL best practices.

• Assist the IT Services manager to develop methods of measuring IT service effectiveness.

• Compose campus-wide communications regarding IT provided services.

• Maintain and update the IT Service Management System, tracking IT incidents and services requests.

• Administer the IT Service Management System, TOPDesk that includes system configuration, process workflows and report creation.

• Project technical lead for continued implementation of the IT Service Management system in other areas of the college.

• IT System Administrator for the Waubonsee Alert System, E2Campus.

Perform other duties assigned.

Req ID: req481

Job Title: IT Customer Service Supervisor

Division: Finance and Operations

Location: Sugar Grove Campus

Grant Funded: No

Employment Type: Full-time Support Staff

Compensation Range: 24.85 - 24.85, starting pay, prior experience will be considered

Compensation Type: Hourly

Work Schedule: M-F 8 a.m. - 4:30 p.m.

Work Hours: 40

Documents to be attached: Cover Letter-Yes 
Resume-Yes 
References-Yes 
Transcripts-Yes

Special Instructions to Applicants: Can provide transcripts at interview stage.

Testing: Yes

Targeted Hire Date: 9/3/2018

Position Qualifications: Bachelor's degree required. 

• ITIL Foundations Level certification preferred.

• Minimum of three years related experience required, experience in IT customer support preferred.

• One year in a team leadership or supervisory role.

• Exceptional organizational, coaching and leadership abilities.

• Exceptional Customer Service focus and delivery.

• Exceptional attention to detail.

• Exceptional problem solving and analytical skills.

• Exceptional interpersonal skills, including the ability to communicate effectively via email, in person and on the telephone.

• Knowledge of computer networks, hardware and software required.

• Knowledge of ITIL best practices and the processes within IT Service Management preferred.

• Programming and/or scripting experience desired.

• Ability to lift a minimum of 30 pounds.

PI103914177